customer service

We’ve written about complaint letters in the past: The complaining business class passenger who got what was coming to him The hotel owner who reamed a guest for their complaint …

When you hear stories about gate agents, let’s face it; they’re usually not good ones. They’re usually more along the lines of gate agents telling passengers their carry-on bag is …

The aftermath of the story about three friends who took over the front desk of a Nashville, TN hotel last year, after the staff essentially vanished, was very good news! …

Some people have no idea of what a flight attendant’s job entails. You can sometimes tell when they don’t, because of the things some passengers ask flight attendants to do …

If you can say one thing about my husband Joe and me, it’s that we don’t sweat the small stuff. We know that stuff happens and if a hotel screws …

Over the past year or two, American Airlines really seems to be going downhill. Their IT glitches are ridiculous Trying to redeem one of their flight vouchers is an effort …

Emirates has opened a travel store in Hong Kong; it’s the first of its kind in the Fast East. At 1,500 square feet, the Emirates Travel Store has a nicely …

When everything with your airline reservation and flight goes well, it’s like you’ve won the lottery. If something doesn’t go well – they changed your flight time and it doesn’t …

Every year, I rank the major US airlines based on our experiences with them over the past year. Of the major carriers, American has consistently been slipping downward, even falling …

Sometimes I wish I could buy a sign that said, “LEAVE YOUR SENSE OF ENTITLEMENT AT THE DOOR.” And I bet there are plenty – and I mean PLENTY – …